5 Ways to Enhance Customer Engagement with a Mortgage CRM System

Jason July 7, 2023 0 Comments

A fully engaged mortgage customer will be far more likely to recommend you to a friend. They’ll also be more likely to return to you for future services.

The tools found in a customer relationship management (CRM) platform can keep your customers engaged throughout the lending process. Here are five ways to use mortgage CRM systems to boost customer engagement.

1. Provide Fast Answers with Live Chat

Live chat features keep website visitors more engaged than any other communication channel.

An estimated 63% of customers are more likely to return to a website with a live chat option. After all, many visitors come to your site looking for answers. A live chat offers the convenience of a website with the individualized attention of a customer service representative.

A responsive chat feature will engage new visitors and keep them coming back for more.

2. Stay Connected via an Online Portal

An online portal is basically a two-way communication system. Borrowers can use it to track their progress and complete essential forms. Meanwhile, lenders can use it to send messages and keep clients informed about the status of their loans.

The best mortgage CRM systems allow you and your clients to access the portal on their mobile devices. Through a secure app, clients can connect with you and stay engaged through every step of the lending process.

3. Send Automated Updates

An online portal is just one way to stay connected to your clients. Mortgage CRM systems also feature automated email and even text messaging tools. With these tools, clients can receive regular updates about their loan application status.

These updates can also keep the process moving forward. If there’s a problem in the application, you can alert clients quickly to get back on track.

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4. Create Unique Explainer Content

They say a picture is worth a thousand words. That’s certainly true for mortgage customers.

Mortgage CRM systems allow you to generate explainer content, such as:

Infographics
Blog posts
Market updates
Custom videos

This content will explain more about what the lending process can look like. This is a great way to engage new mortgage leads since your explainer content will let them know what to expect as they move through the lending process.

5. Gain Feedback Through Surveys

What’s the best way to measure customer engagement? Just ask them. A mortgage CRM platform allows you to design custom surveys and distribute them throughout the lending process.

Not only will you learn from your customers, but you’ll also gain testimonies and reviews that help you engage new leads. You can publish positive reviews on your website or social media channels.

Keep Your Clients Engaged

A quality CRM can take your lending practice to the next level. The BNTouch platform offers collaboration tools for you and your team, as well as marketing features to help you nurture strong customer relationships.

See these features for yourself. Contact BNTouch today to schedule a demo and discover a whole new way to keep your clients engaged.

To learn more or schedule a demo, contact BNTouch today.

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AboutJason Richardson

Jason specializes in digital marketing strategies and founded a digital marketing agency Richardson Digital Media™. Richardson Digital Media™ has quickly become a preferred marketing provider for real estate companies and nationwide mortgage lenders. Jason has won 9 President’s Circle of Excellence Awards for loan production over his career and was most recently honored as one of National Mortgage Professional Magazine’s “40 Under 40: The 40 Most Influential Mortgage Professionals.”